I’ve been involved in measuring the customer experience (CX) for over 20 years. It’s critical to get the voice of the customer to understand where a brand, dealer, salesperson, service advisor etc is strong or weak so they can improve. I get that in spades. However, over that time one of the areas that has been noticeably absent from the public discourse on this stuff is measuring the employee CX on an ongoing basis. This is odd because these individuals are absolutely critical in delivering the brand experience. They’re on the frontline so wouldn’t we want to hear regularly what they have to say so we can continuously improve?

My observation has been that the employee survey is done about once a year. Tick that box.

My call today is to incorporate measuring employee CX into your overall CX strategy. Yes—measuring how the customer feels is critical—but let’s start putting a little more emphasis on what our frontline people have to say, and doing it on an ongoing basis.